Tom, the manager at the Pep Boys, Pasadena, CA, is a wonderful person. He is fair and sees the customer's point of view. He goes out of his way to make sure the customer is happy and satisfied with all the products they sell whether it is their own brand or another brand that they carry in the store. read more

Went into Pep boys with a vintage Airstream trailer indoor light that wasn't working. Agapito Padilla took a look at the light, got a battery and tested it. The light lit. Then he told me to test the switch. The switch failed. So, I bought a new switch. I spent two hours on the internet looking for a replacement light and all I needed was an experienced person like Agapito to save the day in a matter of minutes. Thank you Pep Boys for hiring a man who took the time to help me out and not make me feel like I was intruding on him. And, I found out he is the manager of the store! read more

I have an old suburban that constantly needs parts, accessories etc. I have been lucky to have met Mario at the Pasadena store. I always look for him. I know he will always steer me in the right direction read more

Mario was really great! Came in today with my new car having some paint scratches on both metal and plastic body parts and alloy wheel. Mario sold me this polishing compound cleaner for $5 and even gave me a demonstration. It worked perfectly for me, removed everything completely, even on metal with expensive paint and on alloy wheel; and all this for $5!!! Amazing! Thank you so much Mario! read more

I drove in to Pep Boys this morning with a giant nail that had lodged itself into my tire. Despite it being a very busy morning, and them being a little short-staffed, Pedro took great care of me. He was polite, efficient, and went out of his way to help me with coupons that made my bill very reasonable. read more

This review is specifically for Mario for providing excellent customer service. I went to Pep Boys to find something to remove the residual goo left on the interior of my car's window after removing a parking permit. Mario offered to assist me and steered me to the product I needed. After I asked if they sold a tool to remove the goo once it softened, Mario asked me if my car was in the parking lot. When I said yes, he very generously offered to remove the goo for me. Mario saved me time and money and I truly appreciate the superior service. Thanks, Mario, and thanks Pep Boys! read more

I have been visiting this location for the last 25 years. I never experienced better service from any employee in all my time than I have from Chris McMillan. He is extremely attentive, caring and knowledgeable and allows me to feel confident and comfortable every time I have an issue with my car. read more

Just had some great help from Sandra in the retail store who is very knowledgable and always extremely helpful.

Car troubles are the worst and the employees here are the best at assisting you with any problem you have. Especially Mario and Anthony, as they took the time to hear me out and explain to me the situation afterwards. I'd definitely return again and again after that amazing display of customer service! read more

Pedro Loera was EXTREMELY HELPFUL last night. It is because of people like Pedro, that I come to Pep Boys. I came in after work, with a potential flat tire. Even though Pep Boys had no appointments available that night, Pedro took the time to check my tire pressure and fill it with air. He DIDN'T have to do this and could have sent me on my way. I really APPRECIATE that he took the time to help me. read more

Got everything I needed and Fantastic service! I needed some specialty items for our cars, and Mario was there to help me. Not only did he know what I needed, he took time and showed me where the items were. He was able to answer all my questions and make me feel confident about the products. Way to go Mario - THANK YOU!!! read more

The service department experience started out shockingly unacceptable but ended with extremely satisfactory results. Made an appointment on the phone for 3:30 to have my girlfriends car tires rotated and two tires patched because of imbedded nails. Was standing at the service department counter at exactly 3:30. Decided to have them change the oil as well and replace the front and back windshield wipers. The service rep was extremely friendly and said it would be no problem adding the oil change and replacing the wipers. I went and grabbed the wipers and handed them to the service rep which were added to the invoice. Asked for a ball park estimated time of completion and was told 2 hours. Confirmed they had my girlfriends cell number in case they finished sooner because we decided to walk around old town instead of sitting in the waiting area for approximately 2 hours. So to make a 4 hour story short, yes I said 4 hours to rotate 4 tires, patch 3 nail holes on 2 tires, change the oil and replace 3 wiper blades even though we had an appointment and were there exactly on time. Without going into long detail of what the issues were, here is a paraphrased list... Car wasn't looked at until 2 hours after drop off. No one called us to give us the option of returning later knowing they were running two hours behind. Were supposed to patch a tire and ended up rotating the tires, which took them 35 minutes to accomplish, without patching it because after I confirmed with a service rep to patch the tire they didn't pass that information on to the mechanic who was standing 10 feet away. After already waiting 4 hours for what should have been a 1 1/2 hour or maximum 2 hour job they pull the car out of the service bay and tell us they're finished. I decide to ask a stupid question and say "So they also put the wiper blades on right?" Nope of course they didn't, not only did they not put them on after delaying us for 2 hours, they had somehow gotten misplaced even though I had personally gone into the store, grabbed them off the rack and handed them to the service rep that checked us in. Not to mention the fact the 3 blades were clearly on the invoice. This entire issue comes down to one thing and one thing only... A huge lack of communication between their employees in the service department with each other and their customers. Now here's the things they did correctly and at times exceptional and well above my expectations... All the employees and I mean all 9 we had contact with were extremely nice and understanding of our displeasures. Both the service manger and store manager not one time threw a single excuse our way and took full responsibility for their mistakes. Both managers compensated us beyond our expectations and we left very happy and satisfied customers that will return in the future. I gave them a 3 star rating however based on the fact the two hour delay is completely unacceptable which would have given them a one star rating only because you have to leave at least one star. But the way they resolved the issue gave them a 3 star rating. I certainly hope they will learn from the mistakes that resulted in the two hour delay and make the necessary changes to prevent future repeated mistakes. They genuinely all showed a real concern and desire to improve the flaws shown in their service department. read more

I called ahead to see if there was availability for an oil change. There was. I drove significantly out of my way with my 3 year-old and my infant (who refuses to nap) to Pep Boys instead of the other several closer options because I trust them, as a general rule. They confirmed it would only take an hour. I wore my infant and pushed my toddler around killing time. I returned at our agreed time only to find out they had not even started my car, nor could they tell me how long it would take. They never called to discuss the situation, nor were they too concerned. After calling the asst mgr several times, he finally came over to me and the BEST he could offer was his business card. He said he could reschedule me and assure I would get in promptly. Are.You.Kidding.Me? I'm standing there bouncing an exhausted baby and a restless toddler and you simply offer to reschedule? Nope. Bad service and clueless employees ensure my business will forever be taken elsewhere. read more

I don't write a lot of reviews, but the customer service at Pep Boys in Pasadena was so bad I felt I needed to warn you!!! Do not, I repeat, do not go to Pep Boys! I had a fleet lease car with a flat, plus I knew that the treads were getting low. It's a Saturday, and Pep Boys was one of the authorized dealers for the lease company. The other option was Sears, and I knew that wasn't a great option either. I took the car in at 2 pm on Saturday and was told by Ron it would take 4 hours because they had to get authorization. I called at 7 and was told it would be ready at 8 pm. Went to pick up the car, and was told they couldn't finish the alignment and I would have to bring the car back the next day. I was promised I could bring the car in at 9 am and it would take an hour (maybe less). I showed up before 9 just to make sure I was first in line, as I had a commitment at 10:00. I was told by Pedro I would have to leave the car because it would take 2 hours and they already appointments scheduled all day. I asked if I could be given a time slot when I could bring the car in and wait for the alignment to be done later in the day, and was told no. Pedro made no effort to try and resolve the situation. I was told that since Ron was off I would have to talk to him about it. True confession - at this point I gave some of the rudeness I was getting back. In the end, Michael was kind enough to work it out with me, and I was finally out of there by 10:15 am (had to completely rearrange my day, but I wanted this to be done). So much for it taking 2 hours! It just seems like even the guys that are helpful don't like working at Pep Boys. As I said, stay away! read more

I love the service at pep boys of Pasadena! No matter when I come in the gentlemen there go out their way for myself and fellow customers. The store manager Tom was thee best help today. I was looking like a lost child around the store when he approached me. I told him what I was looking for and he walked me over and broke down the differences between the products. As well as looked at my car to help my decipher an on going problem on my car. Thanks Tom. Great service, great knowledgeof product, and a very pleasant staff. read more

I have always gone to this pep boys for my headlight bulbs, they were always very good. You buy the light bulb we will put it in. I am a older disabled woman and can't do this for myself. I go today buy the bulb and ask them to put the bulb in. With attitude I am told that will be fifteen dollars, WHAT you have to be kidding me. After telling them this is the last time I will come to this store and they suck, they finally put it in. I will find another place to go from now on. I know this isn't the end of the world, but this was awful customer service, and they lost a customer. read more

I must report very good experience with PepBoys in Pasadena, they just honored the warranty on an alternator purchased on 2003, and the new part rebuilt by ProStart was better than the previous Bosch one it replaced. Also, I've noticed that nobody can beat their prices, especially if you watch for their online coupons. While i used to shop Autozone, Sears (batteries) etc, now i just get a Pepboys coupon and shop there. read more

Like to thank Mario for his good customer service and being very helpful to me and my wife.

I've brought my car in for various repairs over the years and never really had problems until recently it seems. The problem is new mechanical problems coming up when there was nothing wrong before when it's left overnight at this location. I had brought my car in because it was leaking steering fluid, and they said that a pressure hose had blown and needed to be replaced. They said that they should be able to fix it quick and should get it back the same day. I wish that was true, because when I called back later in the day, they said that they had to order the part and would install it the next day. I don't like leaving my car overnight, but unfortunately they had my car already so I left it to them. I picked it up the next day and I would say a few days after, we started to experience problems with the starter hanging up like we're trying to start the car when it's running. Now, I had the starter installed by Pep Boys about a year ago and never had problems until I got it back from them for the pressure hose replacement. I didn't do anything about it because I figured it's warrantied and take care of it later. A couple of months later, the car wouldn't start and so I figured I would take the battery out and have it checked out at Sears (where I bought it). They said it was still good and just needed a recharging. I installed it back into the car but didn't check the terminals and installed it backwards. I got some sparks and some smoking. The car wouldn't start and I didn't know that I had the battery on backwards. I had to get it towed to Pep Boys for them to inspect the electrical system. They called and told me that the battery was installed backwards, which I confessed to, and I told them that I wanted them to check the starter that they installed because it was hanging. They said that it was no problem because it was under warranty but I would have to pay for the installation. The car was left overnight so they can continue trouble shooting. When I called, they asked if I had problems backing my car up, they said that it's not going into reverse. I said I didn't have that problem and they said, that since it was towed to them, it could have been caused by the tow operator. I didn't see the tow operator do anything wrong or have problem bringing up to the truck, but it would be hard to prove that it didn't happen then, since it wasn't being driven. I don't think I could trust them with any further car repairs. I can't believe the money I spent on my car only to have it come out with more problems. I don't know what happens overnight in their lot, but being it's open,it could very well result in additional problems. read more

Joel at Pep Boys was awesome, helped me figure out how to solve a mechanical problem my car was having. Thanks.

My wife's car got a nail in the tire. I booked an appointment online to fix the punctured tire this afternoon. The website allowed me to select "tire puncture repair" as the reason for the appointment. When my wife arrived for her appointment, the service representative told her that they "don't allow appointments for tire repairs." When she showed him the confirmation printout from the website that we had booked the appointment online and had selected "tire puncture repair" as the reason for the appointment, the representative said that the "website isn't supposed to allow that." The representative told her she would have to wait over 2 hours. My wife had to go driving around in the rain on a Sunday afternoon looking for another place to repair the tire because Pep Boys would not honor the appointment. I am incredibly disappointed by how my wife was treated. Either the website should not allow appointments to be booked for this service, or the store should honor the appointment. We will not be returning to Pep Boys. read more

WORST CUSTOMER SERVICE! If you want to waste your life head to Pep Boys on Colorado in Pasadena. I made an online appointment for a 10 am oil change on a Sunday. I arrived at 9:50 am and waited till 10:35 am to be checked in, with only 3 people in front of me. I specifically asked them how long it would take for the oil change, because I had to be somewhere. The manager said it would take an hour or hour and a half at most. I was even polite enough to give them extra time. So I returned 2 hours later and my car was in the same spot I parked it in. When I asked for the status of the oil change, the person at the front desk said it would be another 45 min before the car could get on a lift, plus an additional 30 min for the oil change. So I asked to speak to the manager who originally checked me in and gave me the "at most it will be an 1.5 hour for an oil change". The manager then proceeded to tell me all the lifts are full, it's gonna take an extra 40 min to get my oil changed. Fool me once shame on you pep boys, fool me twice...Ain't gonna happen!!! I sadly left without an apology or an oil change, but did waste 3 hours of my life. A group of monkeys could of provided me the same service, if not better. Lesson learned I will not be coming back to this location. read more

I have been a loyal Pep Boys customer for many years, with Jeff Hayden as the manager. The new manager is Joel and the last couple months it has been one problem after another. Estimates lost, work orders lost, they tell me one thing about the cars and when I bring them back they tell me another. This most recent episode, brakes for my car. Couldn't find the work order after the inspection, phone numbers on the copy of the work order were not correct and was told "they probably made them up", dropped my car off yesterday with my home and cell number- only home number has been used today and woman said (with attitude", well I have left several messages for you. She left them at home phone after I said to use cell and she said cell was not written there. Now she tells me I need front rotors as well, even though Pep Boys did the original inspection less than a week ago and said nothing about the front rotors. My husband had an appointment for tires at 9 am on Sat. After an hour and a half the car still hadn't be moved in. He was told "we are behind by a couple of hours". He asked how that could be when it was a 9 am appointment. No answer. We will either follow Jeff to Temple City or look for something else. Probably the later since Temple City is not convenient for us. read more

Due to construction by my house, I've been getting a lot of nails and screws in my tires. I went to Pep Boys to have them removed because I'd had the tires installed there after I bought them from The Tire Rack. The first time I went there, I was thrilled to see that there was a woman working in the service department! Her name is Noemi and she is THE BOMB! I was really concerned because the screw was close to the sidewall and that would mean a new tire. After 20 minutes she told me that the screw did not penetrate all the way thru so the tire was still good - so I didn't need a new tire! Today, I brought my car back because I had more crap in my tires. I was hoping Noemi was there and she was! They removed a screw and patched one tire and removed a number of industrial staples from the other tire. I cannot recommend Pep Boys enough. I've had nothing but a good experience with them. I've never felt taken advantage of, like I have at other tire places in Pasadena. Thank you Pep Boys and Noemi! read more

I'm glad this store was on Yelp. I signed up just to hopefully thank Mario. I know absolutely nothing about cars. I always dread anything auto-related because of this. Thankfully there are wonderful people out there that can change our fears and ignorance. The information. I had for what I needed wasn't exactly accurate, or my barely legible part #'s were hard to read, Mario very casually looked everything up and helped me find the right parts I needed. He also spoke to me about different options in a way that I could understand. He also helped me do some price comparison and directed me to the best fit for my needs and my wallet. He never once made me feel anything less than a valuable customer and respected as a person, regardless that I knew nothing, and that what I thought I knew, proved to be wrong. In addition, while he was helping me, anothe customer interrupted us, as if I wasn't there and Mario is there to serve only this man. Not skipping a beat, Mario was very gracious, answering the gentlemans immediate question , assuring cutter assistance once he was done assisting me. I was very impressed with his multi-tasking customer service with customers of varying personalities. I work at a restaurant a few blocks down near City Hall and grew up in Pasadena. I truly appreciate leaving today feeling that the store is not a Pep Boys, but it's my Pep Boys. I'd give 5 and a half stars if I could. The half star for what little knowledge I now have about some auto-related parts. The 5 stars all go to Mario- thanks again for making what normally feels like a trip to the dentist feel like a day at the beach. My needs could have been sufficiently answered by what aisle or location had what I needed. Thank you Mario, for showing me where everything was and making sure I was clear on what I needed. I hope Mario is there anytime I need to visit. I he's not, ill probably see it I can find out when he's working and return then. read more

I have gone to pep boys when in a jam and had only ok experiences. I don't know what is going on with this place especially this location. They seem to be unorganized and not professional like in the past. Maybe its new management, or they have less employees. Pepboys always charges way above other shops, and make you feel stuck working with them with charging for diagnostic fees. My most recent experience was extremely horrible. I came in with a few symptoms. I don't have a mechanics degree but I could tell it was either transmission or maybe a previous issue with spark plugs. They gave me a long bill of what needed to be fixed. But instead of giving me a proper list of problems or reasons for my cars symptoms, (note I didn't have a reverse transmission red flag) they said fix all these & the car should be fixed. I said my car was lerching, jumpy, slippy. I asked to speak with the mechanic and they said he didn't speak english...I wanted to have a better idea of where my money was going and why...Of course you feel stuck when you need the car to run as fast as possible, for your day to day. I decide to go with it, cause its "Pep Boys" a corporation that should be trusted and fair to people! NOTHING WAS FIXED! They charged me heavily... & I was stranded with transmission problems. The moment I left the parking lot with my car (they were closed now) I noticed the same immediate issues. I strongly suggest getting estimates at other professional garages before leaving a car problem in their hands. They could have just told me the truth about how bad the car was, and I could have decided to work with someone else. If you need simple jobs putting lights in, or wiper blades they can maybe help you. read more

Tonight I was driving around Pasadena in a rental car (Terrain SUV), ready to embark on a 2 hour journey north, over/through the mountains when I noticed a light on the dashboard indicating that my tire pressure was low and I needed air. OMG! Not only do I not know how to properly put air in a tire, but I noticed that the number went from 13 (it had been 20), down to 8. I was alarmed, but everything had closed including the rental car company. I drove around fearing returning home, as I could get stuck in the mountains or anywhere with a flat tire. I was truly scared. I remembered Pep Boys and saw a few mechanics remaining outside, although the store appeared to be closed. I drove in and they both stopped, and Adam enlisted the aid of another employee to go over the tire with a flashlight as I backed up; then told me to pull in so that he not only put air in the tire, but showed me what to do in such emergencies and how to use a gauge! I was amazed at his concern, professionalism, willingness to work later (and without the ability to create an invoice--after hours), but was very thorough and concerned. In fact, although the car actually had indicated my rear left tire as the one needing air, he immediately noticed that it was the front left tire, and he showed me how it was almost completely flat and pointed out the damage that had been done to the tire from the rim, due to its pressure. I am so incredibly grateful to Adam and Pep Boys for sparing me a breakdown, and preventing me from being stranded in an area that clearly has no phone reception. Had it not been for Adam and Pep Boys, I would have had to stay overnight in town and address the tire problem the next day, which would have been a huge inconvenience. Thank you Pep Boys and thank you so much Adam! I will always seek Pep Boys in both emergencies and for general service. You've been a real lifesaver and are truly a service-oriented business. My gratitude to you (and I will deal with the rental car company later...) They in fact, told me that I would have to pay $49 if someone came out to inspect the tire for leaks, although they felt it sounded like a leak. Anyway, I'm home now ...thanks again. read more

I took my car in to Pep Boys late yesterday afternoon to get two new tires for my 2005 Honda Odyssey, and I have to admit that Pep Boys was my last resort - I have not had great experiences with the Pep Boys repair techs in the past, and their service counter has traditionally been swamped and "managed" by guys with consistently poor and apathetic attitudes. HOWEVER, yesterday I had the good fortune to work with Adam Gallasch on my flat tire situation! Congratulations Pep Boys, you have a true professional who is 100% committed to representing the Pep Boys brand with true customer service. Adam speaks clearly, in a professional tone, LISTENED to my situation, then included me in the research of the various options. In my case, I had two older Pep Boys model tires that ended up having a dry-rot cracking of the tire wall. So Adam consulted with his manager and the techs to make the best recommendation for ME, the customer. We decided to replace the two Pep Boys brand tires as defects, as they only had 16,000 miles on them. Adam then explained how long my wait time might be, and showed me and my wife to the waiting room. I also want to point out that during the whole time Adam was helping me through this process, the service counter phone was, typically, ringing off the hook. Guess who the guy was who was answering the calls - Adam. He would pick up the phone, address the customer on the other end, and then honestly say, "I need to put you on hold unless you have a quick question," which I thought was great! The only other guy at the service counter who answered a few calls did the usual poor job of just picking up the phone and saying "hold please," after which the poor customer on the other end was left for 5, 6, 7, 8...minutes until I could see they gave up and hung up. THAT has been my experience on the phone with Pep Boys in the past, which is why I was so impressed with Adam's ACTUAL EFFORT to be honest with the phone customers while also continuing to help me. Adam did this two or three times while he was researching my situation, and he actually apologized to me for it, but I told him to absolutely keep it up! I was a Barnes & Noble Bookstore manager for 7 years back in the '90s, so I totally appreciate how challenging it can be to manage a high volume customer service operation. Adam Gallasch is doing just that - MANAGING PEP BOYS CUSTOMERS' NEEDS. Once my car was up on the lift in the bay, Adam came to get me from the waiting room. He was concerned about an unusual, and concerning, wear pattern on my rear right tire as well. I put on goggles, and followed Adam out to see what his concern was - again, Adam was building my trust as a customer. He was right, there was a weird patch with the steel beginning to come through. So I agreed that I needed the third tire. Adam then suggested that if I was going to be getting three tires, I might as well get four because of their current buy-three-get-the-fourth-free promotion. I agreed, but when Adam worked out the pricing, it was going to be too steep for my cash flow right now. So Adam, went back into the computer and we kept working on how to best work a three tire replacement solution. I told Adam that I didn't care if there were different brands, and he said he understood completely. We decided to go with the warranty replacements of the Pep Boys brand tires for the two front tires, but then a full price brand on the rear right. I went back to the waiting room, and Adam updated the techs. About 10 minutes later, Adam came to speak with me again in the waiting room, and notified me that although the inventory system had indicated that the three tires we were going to go with for my replacement were in stock, the reality of the situation was that they were not actually in stock. Adam didn't just leave it at that, however. He could have just apologized and left it up to me whether or not to have to buy whatever I could to complete the repair (because I already had an evening's worth of time invested, and wasn't going to put the temporary tire back on the car and drive me and my wife home to come back some other day). Adam, instead, TOOK CARE OF ME, THE CUSTOMER. He told me that he was replacing the three tires with another brand of reasonable similarity, but that he was HONORING his original quote. THAT is true customer service, and you know what, Pep Boys won't be my last resort next time, AND I will be referring my friends and family to the Colorado Blvd. Pep Boys in Pasadena's service counter, and specifically, one Mr. Adam Gallasch, for their own auto repair needs in the future. Thanks again, Adam! - Bill Burrows read more

they take care of my needs and are pretty honest! the Manager is super cool, she is always in a great mood and is very helpful! they have great 0 % interest with their credit card! read more